kDesk settings

«Centro di controllo» (at the bottom of the left menu) → «Settings». The «Gestione impostazioni» privilege is needed. The tabs are at the top.

«Generale»

• «Storage» — how much you use of how much you have, for attachments and support documents. Customers’ emails come in even when space is exhausted: only agents’ attachments and the library are blocked.
• «Automatic closing» — «Auto-close (days)»: after these days, «Resolved» tickets close on their own. It does not touch open or waiting ones, does not change the verdict on deadlines, does not write to the customer. Put 0 to never close them.
• «Reminders» — «Automatic after how many days» without a reply the warning to the assignee fires, and «Reminder time», which applies to every reminder, personal ones too. See Reminders on a ticket.
• «Response times» — what contracts call SLA: within how long you reply and within how long you close. «New policy» opens the window with «Name», «First reply due» and «Resolution due» (in minutes, hours or days), the «Count business hours only» checkbox — off, the clock runs at night and at the weekend too — and «Use as default» for tickets whose category does not name one of its own. «Different times per priority» fills in only the exceptions. Deadlines are written on the ticket as soon as it is born and never change: deleting a policy does not cancel promises already made.

«Business hours»

When the clock runs, for policies that count only working hours: the hours day by day («Add hours», «From», «To»), the «Time zone» and the «Closing days» — holidays and company closures. If you have Klokka, «Take from Klokka» fills everything in with the hours and closures already set there; the «Keep closing days in sync with Klokka» checkbox makes holidays added later count here too. Changes save on their own.

«Request area and survey»

The portal where the customer rereads their requests and the “how did it go” survey after closing. See Request area and survey. Without the extension the tab is called «Survey» and only that is there.

«Categories»

A label per type of request, with its starting priority: «Nuova categoria» asks for «Name», «Slug», «Description», «Colour», «Priorita’ default per i nuovi ticket» and «Posizione». Mailboxes use them («Categoria dei nuovi ticket») and so do forms. It appears only with the «Gestione categorie» privilege.

«AI triage»

«Enable AI triage on incoming tickets»: new tickets by email are classified as support, spam or marketing by the model chosen for kDesk in the tenant’s “Artificial Intelligence” panel in Kamzan ID. With the local model, which runs on Kamzan’s servers, no data leaves; with an external model (Anthropic, OpenAI, DeepSeek) the ticket subject and body go to the key’s provider — the choice is yours. With «Run only on tickets from unknown senders» (recommended) it works only when the sender is not already recognised. It requires either the local model switched on for your tenant by whoever administers the platform, or an API key set; otherwise it stays off without doing harm.

«Integrazioni»

Connects the email marketing platform (today «Brevo»): it serves the triage to recognise newsletters and to know who is already a contact. You paste the key and test the connection.

Questions this guide answers

• where are the settings
• automatic closing of tickets
• how much space do we have
• response times and sla
• support working hours
• ticket categories
• ai triage
• brevo integration